Junta de Castilla y León: Optimising administrative processes to deliver better public service

The Social Services Administration of the Junta de Castilla y León in Spain is an autonomous public body responsible for managing a wide range of social services across the region. These include financial assistance, home care, work-life balance programmes, support for women, prevention of abuse and sexual violence, drug addiction prevention, family support, and equality initiatives, among others.

The Challenge

The organisation was facing several challenges related to the management of both internal and citizen-facing administrative procedures. Staff were required to access multiple systems to verify, validate, and update data across reports and documentation, and had to manage high volumes of citizen interactions manually. These repetitive, low-value tasks were not only time-consuming but also intensified during periods of peak demand, leading to delays in processing requests and delivering resolutions.

Castilla y León also presents unique regional factors that further complicate service delivery: its vast geographic size, low population density, and ageing population demand more agile and accessible services. Legacy systems and outdated applications added an additional layer of complexity, limiting the organisation’s capacity to serve citizens efficiently and in a timely manner.

The Getronics Solution

Getronics proposed a comprehensive solution to streamline the organisation’s administrative processes. Through in-depth analysis, we identified low-value and repetitive tasks, separating them from those requiring expert oversight. We designed hybrid interaction systems that automated data classification, retrieval, and input, while preserving specialist involvement for decision-making.

Additionally, we implemented automated communication and follow-up processes to accelerate the notification and confirmation of resolutions to citizens. A key challenge was to align these changes with a viable automation strategy, ensuring process integrity and a short-term return on investment. Gaining buy-in from key stakeholders, understanding their responsibilities, and clearly communicating the benefits of these changes was critical to success.

The Results

Thanks to Getronics’ solution, the Social Services Administration of the Junta de Castilla y León has achieved tangible improvements:

Reduction in repetitive, low-value tasks for internal teams
Shorter turnaround times for issuing resolutions to citizens
Automated supervision of notifications, improving efficiency
Fewer manual hours spent classifying and processing data
Decrease in human error across routine processes

Conclusion

This collaboration has led to significant improvements in the efficiency and quality of public services in the region. By streamlining administrative processes, the Social Services Administration now offers faster, more effective support to citizens, reinforcing its commitment to social welfare in Castilla y León.